Customer Technical Support Engineer

About Index Engines

At Index Engines, we’re all about helping companies bounce back from cyber threats and trust their data again — no matter what hits them.

Our flagship solution, CyberSense, delivers 99.99% accuracy in detecting data corruption, helping organizations recover quickly from ransomware attacks. We partner with awesome industry leaders like Dell Technologies, IBM, Lenovo/Infinidat, and Hitachi Vantara to power AI-driven cyber recovery across both primary and backup storage.

We’re a growing, tech-forward company with a startup feel and an enterprise-level impact. We take our mission seriously — but not ourselves. Expect a team that’s collaborative, curious, and loves solving hard problems together.

The Role

Provide post-sale technical support for Index Engines products. This is a hands-on, customer-facing role for a mid-level engineer with 1–3 years of storage or backup experience who can diagnose issues, collaborate with engineering and QA, and help customers get value quickly from our software. You will report to the Holmdel office 5 days each week.

What You’ll Do

• Deliver technical support for partners and end users, owning cases from intake through resolution.
• Troubleshoot functional and performance issues using logs, diagnostic reports, and system analysis.
• Coordinate with engineering and QA to reproduce issues, prioritize fixes, and validate patches or releases.
• Help our partners Install and deploy product software in customer environments and assist with configuration and integration.
• Document case work and status clearly in written updates and verbal briefings to partners and internal teams.
• Capture and relay customer feedback to product teams to influence roadmap and quality improvements.
• Contribute to knowledge base content, runbooks, and deployment guides to reduce time-to-resolution.

What You Bring

• 1–3 years of technical support, systems administration, or related experience.
• Hands-on experience administering Linux systems.
• Strong written and verbal communication skills; comfortable with customer-facing interactions.
• Demonstrated troubleshooting skills using logs, diagnostics, and root-cause analysis.
• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent practical experience).
• Willingness and ability to learn product internals through documentation, labs, and experimentation.
• The ability to work a 5-day shift, onsite that includes 1 weekend day per week.

You’ll Succeed Here If You

• Experience with enterprise primary storage platforms such as Dell EMC, Hitachi Vantara, IBM, or Infinidat.
• Familiarity with backup software and backup architectures.
• Basic knowledge of server hardware, networking, and virtualization platforms.
• Experience working with ticketing systems, remote diagnostics, and partner support models.

What success looks like in the first 6–12 months

• 0–3 months: Become proficient with product architecture, common support workflows, and internal tooling; independently resolve routine support cases.
• 3–6 months: Own medium-complexity incidents end-to-end, contribute to deployment projects, and publish at least two knowledge-base articles or runbooks.
• 6–12 months: Lead complex troubleshooting across multi-vendor storage environments, reduce mean time to resolution for assigned case types, and provide actionable product feedback that influences fixes or enhancements.

Why You’ll Love Working Here

At Index Engines, you’ll join a team that’s equal parts smart, supportive, and a little nerdy (in the best way possible). We move fast, collaborate often, and celebrate wins big and small.

You’ll have the freedom to experiment, make decisions, and actually see the impact of your work. We’re proud of what we build — and we like having fun while we do it.

If you’re looking for a place where you can lead with vision, grow with purpose, and work with people who genuinely enjoy what they do, you’ll fit right in.

• Competitive salary based on experience and qualifications
• Comprehensive health, dental, and vision benefits
• 401(k)
• Opportunities for professional development and certification support
• Collaborative team environment with a mission-driven culture
• Unlimited PTO
• Hybrid work environment with Mondays and Fridays WFH